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Fonality Features
Enterprise-Class Features
Fonality Phone Systems make enterprise-class features accessible to SMBs — features that were previously reserved only for those that could afford it. Now for as little as $3000, you can sound and operate like a large enterprise.
| Features | Small Office | Enterprise | Call Center |
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FONcall® is a plug-in for the Firefox web browser which turns any phone number on any web site into a click-to-call link. Click the link and your phone will automatically dial — it’s that simple. FONcall will even take your Aastra off-hook so the whole experience is hands-free. Use FONcall with CRM software for instant productivity gains.
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Want to play different messages to callers at different times of the day? Or perhaps you want an entirely different Call Menu on weekends and holidays (new!), with different options for your callers to choose from.
Use Fonality’s intuitive Scheduler to create and apply schedules that will make your phone system work for you - even when you have gone home for the day!
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Have a small office that opens when your first employee arrives and closes when your last employee leaves? Night mode is a feature for companies that want to "turn on" their phone system in the morning with a few key presses and put it to night mode at the end of the day with a few key presses.
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Want to glance quickly at your phone and view the status of employees’ extensions? Fonality now has BLF with Aastra phones. From the company directory in the User Control Panel, you can now set and sort the employees that you would like to appear on your BLF buttons.
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Fonality’s most powerful feature is its Auto-Attendant. This is the feature that lets callers "Press 1 for Support" or "Press 2 for Sales". Fonality’s Auto-Attendant is as easy as it is powerful. With simple clicks of the mouse you can manage call flow, build scheduled responses, forward calls off-site, and more.
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Your Fonality system comes with over 1000 hours of voicemail storage, and 4 easy ways to retrieve messages:
- One-touch from your office phone.
- Dial in remotely from any phone.
- Attached to your email as .wav files.
- Listen via our web control panel.
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Receive your voicemails as emails! Your Fonality System comes preconfigured to send each employee an email notifying them of new voicemail messages. Or, with a click of the mouse, configure your extension to attach the actual voicemail (as a .wav file) to the email. No POP3, SMTP, IMAP, or Exchange configuration required!
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Have more employees than you do desks and phones? No problem! Use Fonality’s "hot desk" feature. With a couple of clicks of the mouse, your employees will have their extension and voicemails following them from desk to desk.
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Music On Hold (MOH) is as simple as uploading MP3 files using the web-based administration panel. Fonality Small Office comes with 2 playlists, Enterprise and Call Center come with unlimited playlists, giving you the ability to play different audio tracks for calls coming into different departments or queues. Use MOH creatively to highlight promotions to new customers, up sell current customers, or assuage angry customers calling your support team.
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On the surface, Fonality is the world’s easiest-to-use enterprise PBX. Under the hood, Fonality can do all sorts of custom tasks such as database dips, CTI integration, Internet look-ups (RSS feeds), text-to-speech, and more. Want to hear the system’s powerful CTI in action? Call 310-861-4392 and press #2.
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Fonality is the most flexible phone system on the market today, supporting all analog phones and numerous IP phones including Aastra and Polycom.
Fonality supports MWI (message waiting indicator) on all IP Phones and utilizes stutter-tone on analog phones to indicate voicemail waiting. Analog phones support multiple call appearances via call-waiting flash-hook.Supporting inexpensive phones - just another way Fonality helps keeps your cost of ownership down. -
Each Fonality System comes with a free Blast Group. A Blast Group takes one inbound call and rings all phones. The first to pick up gets the call. Of course you get to choose which phones go into the Blast Group, and which get to enjoy peace and quiet!
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Users can use their personal Web Control Panel to enable call forwarding to an internal extension or external number.
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Fonality comes pre-configured with a professional "spell-by-last-name" directory. Callers are simply prompted to "spell the first three letters of the party’s first or last name" and then automatically connected to the requested extension. Don’t want to be in the Name Directory? No problem. Your Fonality System administrator can easily exclude specific extensions.
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Have more employees than you do phone numbers? With one click of the mouse, you can assign an inbound phone number to an employee. DIDs have never been so easy!
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Fonality comes VoIP ready – with a couple of clicks of the mouse you can connect the Fonality System to an unlimited number of VoIP Providers (SIP or IAX).
Not ready to make the VoIP plunge yet? No problem. With Fonality VoIP Phone System, you can keep regular calls going out over POTS / PSTN and just use VoIP for inter-office or intra-office basis. This way all organizational communication will be 100% free. This includes telecommuters!Switching to VoIP brings other benefits, such as: change outbound caller-ID on a per extension basis, having more inbound than outbound lines (or vice-versa), ordering virtual numbers from other area-codes, and more! Get VoIP’d today! -
Fonality allows VoIP-users a PSTN back-up in case of Internet service interruption. Virtual PBX products offer no PSTN back-up, and, if your internet service goes down (there is no 100% guaranteed up-time), your business telephone line goes down with it – which is unacceptable. Go with Fonality, where we cover all of your bases for you!
Your PSTN-Fallback is automatic. Fonality System detects poor (or zero) Internet quality and immediately steps your system into PSTN mode. Seamless – just the way you need it to be!Note: Fonality System also runs in PSTN-only mode if desired. This means that you can use Fonality without any external VoIP! -
Telecommuting is the wave of the future — proven to increase employee satisfaction and enhance their effectiveness. You’ll be glad to know that Fonality was built with telecommuting in mind. In fact, our telecommuting technology is so effective that it’s patented!
Employees can travel outside the office or between offices with an IP phone (or softphone) and keep their same extension numbers. Never again will you have to leave the message, “I am out of the office today.” Answer your extension from home, the hotel, or even your cell phone as if you’re still glued to your cubicle!
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Purchase a low cost Fonality server for each office, then with a few clicks in the control panel, link your servers to take advantage of free office-to-office calling via VoIP, four-digit dialing between any employee, and call forwarding to any extension in your linked Fonality server network.
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Our award-winning web interface comes in two flavors:
- An admin panel for administrators, giving them the ability to manage all aspects of Fonality remotely.
- A user panel for individual users, allowing them to manage their personal configurations (such as listen to voicemail, set up call forwarding, enable FindMe, and much more) from anywhere in the world!
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From the Fonality Web Admin Panel, you can view real-time call logs for all extensions with powerful search and filter parameters. We also provide real-time billing (available for those that use our VoIP network) so that at any snapshot in time, you can see just how much you are spending, company-wide, on telephone calls.
From the Fonality Web User Panel, individual users can look at their call logs - and return calls with the click of a mouse! -
Allow callers to find you wherever you are: on your cell phone, at home, or at a branch office based on rules you create. Make FindMe work for you with various features such as: a scheduler, simultaneous ringing, and privileged lists. Our new FindMe feature is even smart enough to sense when you have walked away from your desk and thereby ring you on your cell phone.
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Welcome to our trademark Boomerang Mobile Integration feature. Used in conjunction with FindMe, Boomerang Mobile Integration allows you to send a call that has been forwarded to your cell phone right back to any extension. Simply press a few keys on your mobile phone and... presto... that call is redirected to your assistant or back to your own desk. You can even record calls on your mobile using Boomerang!
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Call screening allows you to talk to who you want, when you want. When you enable FindMe® on your extension, you can optionally use call screening to screen the calls that are forwarded to your mobile, home, or other phone numbers. Before the call is forwarded, the voice prompt will ask the caller to record their name, and that recording will be played to you before you accept the incoming call. Fonality takes call screening to the next level!
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Music On Hold (MOH) is as simple as uploading MP3 files using the web-based administration panel. Fonality Enterprise and Call Center comes with unlimited playlists, giving you the ability to play different audio tracks for calls coming into different departments or queues. Use MOH creatively to highlight promotions to new customers, up sell current customers, or calm angry customers calling your support team.
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Conference bridges were once thought to be unaffordable. Now, Fonality Enterprise comes preconfigured with 3 conference bridges, and Fonality Call Center with 5! Each bridge supports an unlimited number of internal participants and as many external participants as you have phone lines.
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Your organization may not be flat - meaning that some employees have responsibilities that others do not. Well, your Fonality System understands this too. Our new "groups" system allows you to build extension groups and then assign permissions to those groups. Examples of Fonality permissions are:
- Zone Paging/Intercom
- ACD - Record other’s queue calls
- ACD - View queue reports
- ACD - Agent login / logout
- Call Forwarding
- Check Voicemail
- Barge
- Call Privacy (who’s talking to who)
- Block call "stealing"
- Record my calls
- Dozens more!
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Your business may have several numbers for different departments. With Fonality’s multiple Auto-Attendants, you can direct calls to a different call menu based on the inbound number.
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Want to send a page to the whole company or just a certain set of employees? Simply build a "group," assign that group an extension number and begin paging them!
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Many companies offer Intercom, but do you know any others that offer Zone Intercom? Now with Fonality you can dial a zone and have an ad-hoc conference with everyone in that zone!
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Want to send a voice message to multiple people? Use our Voicemail Group feature to easily build groups of people. Then just dial the number of your group and leave a message. Seconds later everyone in the group gets a new voicemail!
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With a few clicks of the mouse you can forward an extension to another extension, a cell phone, or even to another part of your Auto-attendant. This let’s you build creative IVR trees to meet the needs of your business.
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When listening to their voicemail, your employees can press a key to call the person right back. This feature can be enabled or disabled on a per-employee basis.
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When accessing Fonality’s voicemail system, your employees can make outgoing calls. This can be a great toll-saver allowing "billable" calls to be kept within your domain. You can enable or disable this feature on a per-employee basis.
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Extend Fonality’s powerful reporting engine to create .csv files that you can import into applications such as Excel and Access.
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Fonality Business Phone System lets you customize the inbound Caller-ID name/number to each department and lets you change your outbound Caller-ID on a per-extension basis. This allows you to block, reveal, or change the Caller-ID of every extension in your office! Note: Fonality can *not* change your outbound Caller-ID if you are using POTS lines. For 911 reasons, POTS outbound CallerID is always controlled by your carrier.
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With a click of the mouse, you can password protect any part of your Auto-Attendant. Use this feature to protect your Conference Bridge or your priority queues.
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This feature gives you the ability to enter an SMS or pager email address in order to receive voicemail notifications on that device. These notifications are short in length and do not include the actual audio attachments.
This feature can be used in conjunction with our Voicemail-to-Email feature. This means you can receive similtaneous email alerts (including optional audio attachments) to one email address and SMS/pager notifications to another address.
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This feature gives you the ability to upload highly professional prerecorded voice prompts when simple recordings from your phone just won’t do.
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View the real-time status of trunks in the administration control panel to ensure that your digital and analog PSTN interfaces are operating correctly. Here you can quickly see whether your cards are connected, determine whether they have alarms, view the PRI status, and more.
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Each queue comes with a variety of options:
- Personalized audio announcements give your queue that professional sound.
- "Hold Time" announcement frequency customization.
- User/agent priorities for more effective call routing.
- Hold time limits so callers do not remain in your queue for extended periods of time.
- Caller limits for keeping queue call volume to a manageable level.
- Length of time after fielding a call before the same agent is called again.
- And much more!
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A.C.D. (Automatic Call Distribution) allows you to route incoming calls to your users/agents in many different ways to facilitate your business needs:
- Ring all — 1st to pickup gets the call.
- Ring one person at a time in order.
- Ring in order, with memory.
- Ring least recently called.
- Ring user with the fewest calls.
- Ring a random person.
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Assign each agent a priority, and your queue will distribute calls to them accordingly. This means you can pass more leads to your star closer, or pass fewer leads to your underperformers. Fonality Business Phone System has an additional layer of prioritization based on agent order. This means you can have similarly skilled agents who receive calls in an ordered round-robin fashion.
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View graphical reports on every detail of your queues, such as abandoned calls, completed calls, hold time, average call length, agent productivity, and much more. Also view graphs of call volume and call completion by day, weekday, or even hourly average. These averaged reports are great tools for proper staffing predictions for your call center!
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Choose an agent, and select how many of their calls you want to record. Fonality Phone System will then record this specified number of calls and automatically stop recording when the limit is reached. Call recordings capture agent name, agent extension, date, time, Caller-ID, DNIS and file size. Using our web-based interface, you can then listen to calls right from your computer speakers, or download them to your local drive.
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Want your agents to be automatically logged out of their queues upon missed calls? Well, you can now decide, on a per-agent basis, how many calls that agent can miss before they are logged out.
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Remote agents on cell phones or analog home phones can now seamlessly participate in your queues. This means that callers will never know if the answering agent is on an IP phone in your office, or on a mobile phone in another part of the world!
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Would you like to know how many callers are in your queues? Need to know which agents are logged in? Need to know which of your agents is already on a call? The Fonality web GUI answers all of these questions, helping you to manage your queues with real-time stats.
| HUD Features | Small Office | Enterprise | Call Center |
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HUD gives your organization a full-featured operator panel, including unlimited on-hold and parking areas for every employee and easy tools for managing and transferring calls.
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HUD provides all employees with the ability to: view which calls are currently parked; tag parked calls with reminder notes; and drag calls between their extension, their on-hold area, and the parking area.
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Quickly and easily drag and drop calls; between extensions, on-hold, a mobile phone, the call parking area, or a voicemail box all without having to touch your desktop phone! HUD also allows you to select a number in any file or application and call instantly!
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With the ability to see other employees on your Fonality system and view their color-coded call state, you’ll spend less time tracking people down and leaving voicemail messages. HUD color-codes all calls allowing you to observe the presence of your employees in real-time:
- Green - Inbound/Outbound Call
- Orange - Queue Call
- Purple - Intraoffice Call
- Blue - Ringing Call
- Maroon - Conference Bridge
- Grey - Unregistered
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With a simple click of the mouse, transfer an incoming call to your voicemail, or drag the call to someone else’s voicemail.
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Inbound Calling: When your phone rings, the Caller-ID will be analyzed against your Outlook Contacts. If a match is found you will see the person’s name pop-up!
Call from your Inbox:
Right-click on a contact or email message to call. Your phone rings and you’re connected!
Outlook 2003 or above is required
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When your extension rings, an optional desktop alert displays, informing you of the call and its Caller ID. These alerts also show the names of people calling your extension for Caller IDs stored in your Outlook contact database. You can also display this alert when making outbound calls.
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Employees can send instant messages over your own private chat network. This feature will be particularly appreciated by companies that have turned off external chat facilities for productivity reasons and by call centers that want to text-whisper to agents who are on the phone.
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Click the email icon to easily send an email to any employee in your company. The email address will be pulled from your Fonality System company directory.
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Click any tile to call employees on their extensions. Click on the mobile phone icon to call any employee on their mobile phone. The mobile phone numbers in HUD are pulled directly from the Fonality System company directory.
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Need to know quickly which employees are on the phone? HUD sorts your extensions in "continuous" mode, so you can always have your active callers at the top of the list. It’s perfect for managers who need visibility into employee activity levels.
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With Fonality group and user permissions, administrators can decide who has access to HUD features and who does not.
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Users can create groups in HUD to increase efficiency. Simply build a group and start dragging extensions into it.
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HUD’s Extension Search allows employees to search for and find co-workers quickly so they can view their colleague’s status and initiate communications.
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Interactive desktop alerts, like basic desktop alerts, provide information relating to inbound or outbound calls. Unlike basic alerts, interactive alerts allow you to disconnect calls, call mobile phones, initiate call recording, query Web-based applications with the Web Launcher, initiate chats, send e-mails, and manage Outlook contacts directly from the desktop alert.
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Managers can see which agents are logged in and out of their queues.
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Agents can view their own login/logout status and log themselves into and out of their queues. Managers can also log agents in and out with a click of the mouse.
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HUD provides your employees with the ability to record their own calls with the press of a button. With Fonality Call Center, supervisors can also copy agents’s recordings, capturing the agent name, agent extension, date, time and file size in the process.
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HUD provides supervisors with the ability to actively join (barge) or passively listen in on (monitor) any inbound or outbound call. It also comes with an extensive permission system, so you can grant a specific group the ability to barge another specific group.
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HUD can optionally launch a Web browser and direct it to a custom URL when your extension rings, which is perfect for looking up inbound callers in your favorite Web-based CRM package or even just Googling callers for fun!
Outlook Integration
